Description

Manager, Key Account Services

Campaigner is a Ziff Davis brand, offering a full-featured email and SMS marketing platform for businesses to engage their customers.  With over 20 years in business and a global reach, our experienced team of experts help customers of all sizes achieve the best possible ROI with email and SMS marketing, backed by a highly scalable platform.  

Job Description

This position is a hybrid office-remote role, located in Ottawa.

The Manager of Key Account Services should be able to contribute to building relationships, implementing new programs that will increase the business’ revenue potentials and minimize churn rates. You will be up-to-date on industry products and trends, and train staff accordingly. 

The Manager of Key Account Services is a highly skilled and motivated individual, owning and overseeing the end-to-end management and retention of our key clients. The ideal candidate will have a deep understanding of client relationship management, excellent communication skills; and a strategic, revenue-driven mindset to ensure the satisfaction and continued loyalty of our key accounts. 

Ultimately, you will work directly with your team and our clients to help solve client problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner. 

Role & Responsibilities

Revenue & target management: 

• Ownership of a monthly retention target as set out in our annual budget and monthly re-forecasts.
• Assessing account management statistics and preparing detailed reports on the findings.
• Assigning, managing and coaching the team towards the achievement of monthly and/or quarterly targets that are aligned with corporate objectives.
• Upsell services and products through the creation of customer growth plans.

Team management & optimization:

• Managing the account management department’s day-to-day functions, including meeting agendas, team priorities, time-off, and procedure review.
• Informing the team of all new information related to products, procedures, and trends.
• Coaching and performance management of team members; delivering performance evaluations and following the disciplinary process according to company policy.
• Implementation of new systems and tools, with the aim of continuous improvement, automation and efficiency in customer success processes. ○ Interviewing and hiring new employees.

Product, company and industry knowledge:

• Stay updated on industry trends, market changes, and competitors' activities to anticipate client needs and proactively address challenges.
• Collaborate cross-functionally with sales, marketing, and product/service development teams to identify growth opportunities and address client needs

Client management:

• Responding to escalated customer issues.
• Key Point of Contact for high value ($10k MRR+) customers, building relationships in order to retain and grow the business in this book of accounts. ○ Implementing customer success processes to enhance customer satisfaction, including onboarding of new customers, retraining of tenured customers and reactivation of “sleeper” customers.
• Develop and execute strategies to manage and nurture relationships with key clients, understanding their unique needs and ensuring exceptional service delivery.
• Review customer complaints and concerns and seek to improve the customer experience.
• Create and implement account plans and objectives in alignment with the company's goals to maximize client retention and revenue growth.

Manager assistance:

• Owning initiatives and projects as requested by your manager, in line with corporate objectives.
• Preparing weekly, monthly and quarterly revenue forecasts and retrospective reports.
• Participation in working groups, as and when required.

 Requirements and skills

• Proven work experience as an Account Manager or similar role.
• Strategic thinker with a demonstrated ability to develop and implement successful account management strategies.
• Experience working with brand image and promoting value through customer experience.
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product or service.
• Accountability and personal organization are essential.
• Experience in managing a diverse group and training each according to company standards.
• A communications or marketing degree is preferred.
• Strong leadership skills with the ability to motivate and guide a team toward achieving objectives.

About Ziff Davis

Ziff Davis (NASDAQ: ZD) is a vertically focused digital media and internet company whose portfolio includes leading brands in technology, shopping, gaming and entertainment, connectivity, health and wellness, cybersecurity, and martech.